SCARLETT GARCIA ROJAS SALAZAR

Playdate – Panic Inc.

As a Level 3 Technical Support & Forum Administrator, I provided high-level technical assistance for the Playdate handheld console, handling a wide range of advanced support cases. My role involved diagnosing and resolving complex hardware and software issues, answering general customer inquiries, and ensuring a high standard of service and technical accuracy.

Key responsibilities:

• Delivered expert technical support for the Playdate console, including troubleshooting software bugs, hardware malfunctions, and user-reported issues.
• Collaborated directly with the development team to report recurring software trends and contribute to debugging efforts.
• Escalated critical issues appropriately while maintaining clear communication with users throughout the resolution process.
• Managed and moderated the Playdate support forum, tracking frequently asked questions and ensuring community members received timely and helpful responses.
• Helped maintain and improve internal knowledge base resources based on common inquiries and emerging issues.
• Contributed to customer satisfaction by ensuring a smooth support experience across email, forums, and internal ticketing systems.

• As a Technical Support Advisor at Kisi, I manage tickets, calls, and escalations, and route tickets to the appropriate departments.
• I performed troubleshooting both over the phone and through tickets, addressing issues with security systems, including door access readers and the web system.
• Improved first-call resolution rates by developing comprehensive troubleshooting guides and knowledge base articles.
• I work closely with my team to improve processes and ensure an optimal experience for our users.
• Maintained expert-level knowledge of company products to provide accurate information to clients during support calls or emails.

• At Fleet Complete, I provided technical support for truck tracking devices, handling calls and tickets, as well as offering real-time assistance through chat.
  My responsibilities included assisting with API integrations, implementing applications, and managing Tier 2 escalations.
  I worked closely with clients to efficiently resolve issues and collaborated with my team to improve processes and ensure smooth operations.
• Mentored new hires, helping them quickly acclimate to their roles as Technical Customer Support Specialists.
• Streamlined technical support processes for improved efficiency and customer satisfaction.

• At Omni Cheer, I worked as a Customer Support Advisor, handling inquiries related to orders, refunds, and product information.
  My role focused on resolving issues and answering questions to ensure customer satisfaction.
  I managed support tickets and provided clear, helpful responses to assist customers with their concerns regarding purchases and returns.
  Additionally, I offered guidance and advice to parents and professionals managing cheerleading teams, helping them create the perfect uniform design tailored to their team’s needs.

• Provided prompt assistance during critical situations such as billing disputes or service outages, minimizing negative impacts on client perception.
• Addressed escalated cases efficiently by liaising with relevant departments and working collaboratively towards swift resolutions that satisfied both parties involved.
• Enhanced customer retention rates by proactively addressing concerns and providing tailored solutions.
• Prevented potential cancellations through proactive outreach campaigns targeting high-risk accounts identified via data analysis tools.
• Negotiated win-back offers for dissatisfied customers, resulting in successful contract renewals without compromising profitability margins.

• Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
• Responded to inquiries from callers seeking information.
• Confirmed appointments, communicated with clients, and updated client records.
• Kept reception area clean and neat to give visitors positive first impression.
• Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
• Handled cash transactions and maintained sales and payments records accurately.